Administrator (Support & Operations)

Job Summary

Should have knowledge on MQSC Commands and admin tool like MQExplorer and it’s usage in all administration tasks
Should have knowledge on different MQ logging methods and log archival mechanisms
Should have knowledge on various MQ object parameters and its usage in production environments
Should have knowledge on application and channel triggering
Should have knowledge on channel security implementation
Should have knowledge on any of the MQ monitoring product
Hands on experience in Problem determination and Trouble shooting in standard production environments
Should have sound knowledge in ITIL processes incident management, change management, problem management and request management etc
Shell scripting and puppet knowledge is an added advantage

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for on call escalations and doing root cause analysis of given issue.

3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.

4. To independently resolve tickets within agreed SLA of ticket volume and time.

5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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